topic Re: Reactivate old sim/number after cancelling account in Account and services

Reactivate old sim/number after cancelling account

lasse_01_01 — Sat, 31 Dec 2022 11:51:54 GMT

Hello,

I cancelled my three account and phone contract 3 weeks ago as I was expecting to move abroad - however, this did not materialise and I am staying in the UK. I am wondering if it is possible to get my previous number back (as less than 1 month has passed since cancellation) if I am taking out a new sim package? If so, how can I go about that.

Many thanks,

Lasse

Re: Reactivate old sim/number after cancelling account

MZone — Sat, 31 Dec 2022 12:16:54 GMT

Unfortunately once your number is disconnected there is no way to retrieve it so you will have to have a new number. Your old number will go back in the unallocated number pot and will be recycled in the future as per OFCOM guidance.

Re: Reactivate old sim/number after cancelling account

sc1999 — Sat, 31 Dec 2022 12:18:02 GMT

Don't hold your breath but call customer services on 0333 338 1004. Good luck.

Re: Reactivate old sim/number after cancelling account

lasse_01_01 — Fri, 06 Jan 2023 11:59:46 GMT

Thank you both. I've been in contact with Three via live chat and received very different responses each time from different teams (some saying this can be done until 6 months after cancellation). Would someone working for Three be able to clarify if this at all possible or not and how would go about it?

Re: Reactivate old sim/number after cancelling account

sc1999 — Fri, 06 Jan 2023 12:20:35 GMT

Interesting. If someone does not contact you click on a moderators link, you'll find them scattered about the home page and you can message them directly.

Re: Reactivate old sim/number after cancelling account

PeteG — Sat, 07 Jan 2023 19:08:58 GMT

Hello, Lasse.

I'm sorry you've been getting conflicting information regarding what is or isn't possible.

The number goes through several stages after being cancelled. The time frames are not exact as the network typically handles these kinds of things in batches, rather than being account specific.

I'm not sure what the status of your number is, but it's something we can look into for you. If it's possible to recover it, we'll do it.

Keep an eye on your messages via community and we'll reach out to you soon.

Pete.

Re: Reactivate old sim/number after cancelling account

void — Sat, 28 Oct 2023 14:59:02 GMT

@PeteG hey! I have a similar situation: my number was deactivated yesterday, it was used for incoming calls, but without outbound activity for the last 6 months. Customer support told me it was impossible to get back the number in any form. Do you think you can help? Thank you very much!

Re: Reactivate old sim/number after cancelling account

JonathanB — Mon, 30 Oct 2023 13:09:24 GMT

Hi @void,

I'm sorry the situation above would relate to a Pay Monthly account that has been cancelled. We do have a window where we can reconnect these if there's been an error. With PAYG lines that are cancelled due to exclusive inbound use we can't overturn this.

Thanks,
Jonathan